Adobe announces new mobile capabilities to power personalized customer engagement

Adobe announces new mobile capabilities to power personalized customer engagement

Like many people, I spend a lot of time on my smartphone communicating with friends, family, and colleagues — but also engaging with brands. I get text reminders about my upcoming dinner reservations, watch my favorite shows via streaming apps, and even use a retailer’s mobile app to locate items in the store instead of aimlessly searching through aisles. Mobile devices are undoubtedly playing a more significant role in the brand experience, and a great mobile experience is no longer a nice-to-have for brands — it’s a necessity. Not only do brands have to seamlessly integrate mobile strategies into the customer experience, but they must ensure every one of those mobile interactions is also personalized.

To help brands provide customers with exceptional, contextually relevant experiences, Adobe is unveiling new mobile capabilities within Adobe Journey Optimizer, powered by Adobe Experience Platform. Journey Optimizer enables brands to activate real-time customer insights to design and deliver seamless, tailored interactions across channels. These mobile features, now available in the application, allow brands to engage their customers wherever they may be.

Key mobile capabilities powering personalized customer experiences at scale include:

Making mobile commerce and marketing conversational

The shopping journey belongs to the consumer, not the brand. Consumers decide when and how they want to engage with a brand, both online and offline. With Journey Optimizer, consumers can use their mobile devices to connect with brands in a variety of ways — whether it's via text message, push notifications, or in-app messages.

An out-of-the-box connector from Sinch, an Adobe Exchange Premier Partner, enables brands to natively author personalized SMS messages within Journey Optimizer. Through this partnership, brands will also be able to leverage Sinch’s Conversation API, allowing consumers to connect with brands via rich two-way conversational mediums like WhatsApp, WeChat, Viber, and a host of other next-generation messaging platforms. These channels can be connected to artificial intelligence-based chatbots to provide consumers with another way to engage with their favorite brands. Through this technology, consumers can check to see if their favorite item is back in stock, find store location information, and more.

Every brand interaction plays a critical role in moving customers along the buying journey. Deeply integrated mobile strategies give brands the ability to communicate with customers while also adding real value to their lives.

Learn more about how Adobe Journey Optimizer’s mobile capabilities can help power personalized omnichannel customer experiences.